Refund Policy

Last updated: 14 September 2025.

1. Our Approach

We understand that carers rely on our gear in urgent, high-stakes situations. If something isn’t right, we’ll work with you to resolve it quickly and respectfully. This policy outlines when and how you can request a refund, in line with the Australian Consumer Law.

2. Eligibility for Refunds

You may be eligible for a refund if:

  • The product is faulty or damaged on arrival

  • The product does not match its description or intended function

  • You experience a major failure as defined under the Australian Consumer Law.

We do not offer refunds for:

  • Change of mind

  • Incorrect selection

  • Damage caused by misuse, modification, or improper installation.

3. How to Request a Refund

To request a refund:

  • Contact us within 14 days of receiving your order

  • Include your order number, photos, preferably video and a brief description of the issue

  • We’ll assess your request and respond within 5 business days.

If approved, refunds will be issued to your original payment method. We may request that the item be returned before processing the refund.

4. Return Shipping

If the refund is due to a fault or error on our part, we’ll cover return shipping costs. If the issue is outside warranty or not covered by ACL, return shipping may be at your expense. We’ll always be transparent about this.

5. Your Rights Under Australian Consumer Law

This policy does not limit or override your statutory rights.

6. Contact & Support

To request a refund or ask a question, contact:

Nator Manufacturing

Email: info@nator.au

Phone: (02) 9553 8018

Postal: TBA